The fine print
Refund policy
Last updated: 28 September 2026
In short
- You only pay for what moved. Payment for a milestone that has been reached is final. On your guarantee date, anything you paid for what was not reached is refunded, and anything not yet paid for it is never charged.
- You can cancel at any time. If you paid upfront, the months you have not used are refunded.
- Refunds are paid to the card or bank account the payment came from, usually within 10 business days.
- Your rights under the Australian Consumer Law sit on top of this policy, and nothing here limits them.
The guarantee refund
On your guarantee date we measure every result you listed, the way your order describes. The price is recalculated on the results that moved: each search term carries its own share of the price, and for each search term you pay for the fraction of its listed results that moved.
If you listed four results under one search term and three have moved, you pay three quarters of the price for that search term. If everything moved, the full price applies. If nothing moved and no milestone was reached, the whole price is refunded, or never charged.
Payment for a milestone that has been reached is final. When your results reach the halfway mark, 70% of your price is earned, and when they reach the finish all of it is, however you pay. A milestone counts as reached the first time a check shows it. Our terms of service say when each milestone is reached.
What you owe is whichever is larger: the recalculated price, or what has been earned at a milestone.
You do not need to ask for this refund.
How it works with each way of paying
- Upfront: you have paid in full, so we refund the difference between what you paid and what you owe.
- Monthly: if you have paid more than you owe, we refund the difference. If you have paid less, the remaining payments are reduced or stopped so that you never pay more than you owe.
- Milestones: a milestone that was never reached was never charged, and a milestone that was reached is kept, so in most cases there is nothing to refund. If you have paid more than you owe, we refund the difference.
What sits outside the guarantee
The guarantee covers the results listed on your order. New content published after you ordered, a story that is back in the news, work against the result during your term, and silence from you are outside it. Our terms of service set these out in full. If we rely on any of them, we tell you in writing and show you the reason.
If you cancel
You can cancel at any time by writing to us. Work stops on the day we receive your message, and the guarantee ends because the term was cut short.
- Upfront: we refund the whole months of your term that you have not used, as a share of what you paid.
- Monthly: no further payments are taken. Payments already made are kept.
- Milestones: no further milestones are charged. Milestones already charged were for results already reached, and are kept.
Results that have already moved on the day you cancel are paid for. What we keep, or what remains payable, is never less than the price of those results, worked out the same way as the guarantee.
How and when refunds are paid
A card payment is refunded to the same card. A bank transfer is refunded to the account it came from. Refunds are usually paid within 10 business days of your guarantee date or of your cancellation, and your bank or card provider may take a few more days to show it.
To ask about a refund, write to us with your order reference.
Claiming under the guarantee
The guarantee runs from the day your term starts until your guarantee date. You do not have to do anything to claim: the measurement and any refund happen on your guarantee date without being asked. If you think a measurement is wrong, write to us with your order reference and we will check it again and show you the evidence. Making a claim costs you nothing. The guarantee is in addition to your other rights and remedies under the law.
Removal work
Removal work is $999 a month, including GST, for a minimum of 3 months, then month to month until you cancel. The first 3 months are the minimum. After that you can cancel at any time by writing to us: nothing further is charged after the month you have paid for, and there is no refund for that month. The guarantee refund does not apply to removal work, because a removal is a request to a platform and the platform decides.
Your consumer rights
Our services come with guarantees under the Australian Consumer Law that cannot be excluded. If a service has a major failure, you are entitled to cancel and to a refund for the part you have not used, or to compensation for its reduced value. If a failure is not major, you are entitled to have it put right within a reasonable time. Where the Australian Consumer Law entitles you to a full refund, you receive a full refund. This policy is in addition to those rights and does not limit them.
Questions
Write to hello@relda.com.au. A person replies within one business day, and everything you tell us is confidential.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.